# Communication ## Overview The Communication module provides a means to send outbound email and SMS messages to various types of recipients within an event. The register is called *Communications* and the main record is a *Communication*. Each Communication can be configured as desired to support the message(s) that you need to send. Communications range from a simple, one-off email to a single recipient, to a multi-channel, ‘campaign’ style message to hundreds of recipients. Communications supports sending messages to contact records from several [supported modules, registers and items](#registers). Some also also support sending Communications directly from the register using the [Send Communication Bulk Action](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions). {% hint style="info" %} The following policy considerations are important when using the Communication module: * Privacy, Security & Data Protection: particularly concerning personally identifiable information * Government and industry regulations: compliance may be required with communication regulations * Permission to Broadcast: this can affect local agencies, such as single source policies in emergency situations * Your organisation’s communication guidelines: adherence to internal communication protocols * Anti-Spam legislation: compliance with opt-out requirements * Terms of use: inappropriate use may violate your subscription terms {% endhint %} Communications workflow functions similar to email messaging with drafts and an outbox. Additionally, Communications can be automatically generated as a part of a module's workflow. For example, the [Permits](https://docs.cw.crisisworks.com/modules/operations/permits) module supports sending a Communication email message to approved applicants as part of its workflow. This register provides the following features: * Sending only by [authorised communications staff](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/positions) * Send messages ([Email, SMS or both](#formats)) * Send to [known contacts or ad-hoc recipients](#recipients-1) * Send to [Groups or Positions](#recipients-1) * View a [Delivery Report](#delivery-report) including the status of delivery * Message history in individual Contacts * Observes individual [users communication preferences](https://docs.cw.crisisworks.com/operations/contacts#communications-preferences-individuals-only) including and anti-spam policies and opt-out capability * [Override communications preferences](#override-communication-preferences) in special circumstances * Supports [email attachments](#status) * [Scheduled sending](#related) * Supports multi-part messages * Ask for [acknowledgement](#options) and quantitative responses from recipients * [Templates](#administrative) can be created for resending similar or regular communications * Basic email (and SMS) template configurations for branding While the Communications system is designed using best practices it cannot guarantee delivery of messages due to destination servers or clients blocking them. If a recipient hasn't received a message, it may still end up in their spam/junk folder or get blocked by their ISP. The [Delivery Report](https://docs.cw.crisisworks.com/modules/communication/delivery-report) will help you with some basic troubleshooting on message delivery. {% hint style="info" %} The system is not designed to handle direct replies to messages. If a recipient replies directly to the email or SMS their message will not go anywhere, you will not receive them and there is no report on this.\ We recommend the following workarounds (these are not configured by default): **For email** a reply-to email address can be set up so that any direct replies can be forwarded there. A footer message can also be configured for your system for email messages. **For SMS** a Do not Reply message can be appended to each message (note this may take up some of the message quota) For assistance with these please contact the Help Desk. {% endhint %} ### Registers Message recipients can be drawn from record types containing relevant contact address data. These core item types available currently include (others may be available depending on your system configuration):

Module	Register	Item
Operations	Contacts	Contacts, Users
	Requests	Requestor
	Information	Source
	Permits	Owner/Applicant
Recovery	Cases	Persons
	Relief Registrations	Persons

### Positions The following table outlines Communications [positions](https://docs.cw.crisisworks.com/concepts-and-fundamentals/concepts-and-fundamentals#events-users-positions-and-duty) and what users with them can do according to their default security policies:

Position	Description
Communication Manager	Users on duty with this position can send Communications

Other positions may have similar security policies. A [System Administrato](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/positions)r can establish positions with custom security policies. Note that while some positions can create Communications, only a Communications permission can send them. ### Process Refer to: [Workflow](#workflow) Users [create a Communication](#adding) message as a Draft or send it straight away. They choose Format(s) and Recipients, along with any other important settings. For similar Communications sent more than once, a [Template](#save-this-item-as-a-template) can be pre-configured with settings to save time then use the [Create Copy Bulk Action](#bulk-actions) to start a new Communication based on this. Communications can then be run at any time using the [Send Now status](#status-1) and will send to the [recipients ](#recipients-1)listed in the [Delivery Report](#delivery-report). The Delivery Report can also be used to monitor sent communications. In certain registers, users can use the [Send Communication](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#send-communication) [Bulk Action](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions) directly from the datagrid (refer to the [list of compatible registers](#registers)). These can be added to a new or existing communication using an existing template. Once a Communication record’s deliveries have been dispatched successfully, it is moved into the ‘Sent’ workflow state. If none of the deliveries are successful at the time of dispatch, it is moved into the ’Failed’ workflow state and if some are successful and others not, it is moved into the ’Partially Failed’ state. Following the initial dispatch, the [status of individual delivery records](https://docs.cw.crisisworks.com/modules/communication/delivery-report) is updated as either messaging provider ‘delivery events’ or by user ‘feedback events’. Following the initial dispatch, these status updates to the delivery records don’t affect the status of the parent Communication record. Communications [Reports](#reports) can be used for statistical analysis across multiple communications. ### Access To access *Communications*: * *Communications* must be [enabled for the event](https://docs.cw.crisisworks.com/system-administration/managing-events#registers), along with Communications [positions](https://docs.cw.crisisworks.com/system-administration/managing-events#positions) * [Go on duty](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/working-with-events#setting-your-duties-for-events) with an appropriate role such as Communications Manager. If you can't access it, ask your administrator to check your permissions. Locate the Communications register under **Communications** in the menu.

Location of the Communications register in the Communication module

### Setup and Configuration Administrators set up and maintain the *Communications* module by: * Adding the *Communications* [register](https://docs.cw.crisisworks.com/system-administration/managing-events#registers) to the Event (additionally, other registers that support sending Communications via the datagrid or item). * Adding *Communications* [positions](https://docs.cw.crisisworks.com/system-administration/managing-events#positions) to the Event. Optionally configure custom positions through Communication [Security Policies](#security-policies). * Giving users the *Communications* positions to grant them the necessary permissions * Managing blacklisted, bounced or opted-out addresses #### Security Policies Refer to: [Positions: Security Policies](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/positions#security-policies)

Security policy explanations

The following security policies apply to Communication and can be used to customise access (additional policies apply to [Dynamic Recipients](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/dynamic-recipients), Inline Recipients and Addresses).

Security Policy	Use
Communication Messages Bulk Select Message Recipients	Provides access to bulk select message recipients
Communication Messages Core - Create Communication Messages	Create a new items for register
Communication Messages Core - Read Only Assigned	Read Only access to assigned items for the register
Communication Messages Core - Read Only Full	Read Only access to all items for the register
Communication Messages Core - Read Write Assigned	Read Write access to assigned items for the register
Communication Messages Core - Read Write Full	Read read & write full access to register
Communication Messages Core - Read Write Own	Read Write own items for register
Communication Messages Optional - Item Change Event	Change Event for items in register. Requires a Write policy to be selected.
Communication Messages Resend Messages	Provides access to Resend Messages
Communication Messages Send Email	Provides access to Send Email
Communication Messages Send Messages	Provides access to Send Messages
Communication Messages Send SMS	Provides access to Send SMS

## Finding Communications {% content-ref url="../concepts-and-fundamentals/on-a-computer/searching-filtering-and-querying-registers" %} [searching-filtering-and-querying-registers](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/searching-filtering-and-querying-registers) {% endcontent-ref %} The register includes a number of features to assist in finding *Communications*: * [Datagrid](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid#data-grid-view) view * [Filters](#information-editinganexistinginformationitem-1) including drafts and templates, outbox and tags * Combination filters and search by most fields

### Filters Filters help make management of *Communications* easier by focusing on specific groups of items on the datagrid.

Filter menu explanations

The following lists some of the filters and how to use them:

Filter Group	Filter/s	Use
Main	All Recent
Drafts	Drafts	Finds all items with status of Draft
	Templates	Finds all items with Save this item as a template ticked
Outbox	Sending	Finds items that are in the process of being sent, including those with the status of Queued, Processed, Reopen, Send Now or Scheduled
	Sent	Finds all items with status of Sent or Partial
	Failed	Finds all items with status of Failed
	Cancelled	Finds all items with status of Cancelled
Active tags	List is based on your system configuration*	Any tags in use. Refer to: tags

\* May vary based on your system configuration

## Opening and Viewing Communications {% content-ref url="../concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items" %} [viewing-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items) {% endcontent-ref %} When viewing *Communications*, sections can be expanded to show information. As each section is completed, new sections may show additional information.

Example of a Draft SMS Communication before adding recipients

## Settings Communications are divided into the following sections (sections may or may not appear depending on what information is entered, your permissions level, and what mode you're viewing): | Left Column | Right Column | | ------------------------------------------- | --------------------------------- | | [Record Notes](#record-notes) | [Sending](#sending) | | [Topic](#topic) | [Classification](#classification) | | [Recipients](#recipients) | [Administrative](#administrative) | | [Email Message Details](#status) | [Activity](#activity) | | [SMS Message Details](#sms-message-details) | | ### Record Notes When editing, record notes on your changes which will appear in the Activity log. Refer to: [Recording Notes](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#recording-notes) ### Topic This field is used mainly to identify the Communication in the [datagrid](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid). It doesn't have to match the subject of the message.

### Recipients This section includes settings for what type of message to send (Email or SMS) and who to send the message to. #### Formats Formats allows you to send your message as either Email, SMS or both. When you tick the box, an additional 'Message Details' section is opened for the settings for that format.

#### Recipients This field records addresses to send the Email and SMS messages. This setting can only be edited before the message is sent. If a message is already sent, you will have to Reopen it before making any changes. The Recipient is a lookup field, that is, when editing a Communication you'll need to select from a suggestion in the list below to add it. This field accepts the following main types of recipients: 1. **Comms Recipient Address** - these match register items in your system and will use the email address or number from that record based on which format is selected. As you type, these will be looked up in the system from all available items (refer to: [Registers](#registers) for the full list). Messages you send to these recipients appear in the message history of the contact record.

Example of Recipient Address lookup showing different item types in the results

2. **Comms Inline Recipient** - an email or phone number that can be typed directly into the field and selected from the list.

Creating an Inline Recipient by typing it and then selecting it from the list.
The Recipients list shows a combination of Inline Recipients and Recipient Addresses

3. **Event Positions** - adds all users within an events participating position as a live lookup. Only on-duty users will appear in the recipients list.

Adding an Event Position to message on-duty Relief Coordinators

3. **Dynamic Recipients** - these are custom message groups you can type the name of directly into the Recipients field. When you add one of these groups into the Recipients field, any group members will appear as recipients in the list. \ Refer to the [list of built-in Dynamic Recipients](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/dynamic-recipients/list-of-dynamic-recipients) for common examples. Users add recipients to these lists by adding the name of the Dynamic Recipient to the [Classification ](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#classification)of an item in a compatible register (such as a [Contact](https://docs.cw.crisisworks.com/modules/operations/contacts)). Your administrators can also create new groups using the [Dynamic Recipients](https://docs.cw.crisisworks.com/system-administration/configuring-the-system/dynamic-recipients) register

Adding a Custom Recipient Group by typing the name of the group and selecting it from the list.

#### Override Communication preferences If selected, this option will override a recipient's notification preferences. Even if they have chosen to not receive a message it will send it to them. {% hint style="info" %} Please note that this option should only be used in circumstances where the relevant regulations and legislation allow. Sending to someone who has either not opted in or has opted out could put you in danger of breaching spam or privacy policies. {% endhint %} #### Delivery Report {% content-ref url="communication/delivery-report" %} [delivery-report](https://docs.cw.crisisworks.com/modules/communication/delivery-report) {% endcontent-ref %} This section shows all recipient addresses for the selected formats that should be eligible to receive your communication. This list excludes: * Recipient that have opted out * Recipients who have set their communication preference to not receive a message If Override communication preferences is set, then it will show all recipients addresses. The Delivery Report also shows the status and any response from the recipient. This can be useful for checking if someone has received your communication. To update the list (for messages that may be in the process of sending or awaiting a response), you can use the Refresh List ![](https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2F4sSjN1Hg5dHi9ixVYwS4%2Fimage.png?alt=media\&token=49a43ae8-b752-415f-af2d-884a52edec39) button. The Copy IDs ![](https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FUXfPMhtt8O51IdIWgejv%2Fimage.png?alt=media\&token=fe04fa93-b4e4-49cc-b56d-d7d0ae9dadab) button is useful if you need to run a [query](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/searching-filtering-and-querying-registers) or [report](https://docs.cw.crisisworks.com/system-administration/reporting) on the results.

An example delivery report for both Email and SMS

For a full explanation of delivery Status, refer to [Delivery Reporting](#delivery-report). ### Email Message Details This section opens when the Email box is ticked under [Formats](#formats) in the [Recipient](#recipients) section. It functions similarly to an email program in that you will find a **Subject**, **Body** and **Attachments**. **Subject** reflects the subject of the email message. This field is required. **Body** uses [rich text field](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#rich-text-fields) for adding the main contents of the email message including formatting. This field is also required. **Enable template variables in email body** is a basic mail merge function that supports tags from Recipient items to be embedded in the email. You can copy and paste template tags from the **Available template tags** list using the Copy button ![](https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FiUvkuFB9vvOJtMj7eD2O%2Fimage.png?alt=media\&token=954d1b4e-4d08-4a5f-ac1f-e2220e0c2d62). For example, if your recipient is a Comms Recipient Address you can address a person as "Firstname, Lastname" using the {$displayName} tag. Note that for Inline Recipients this will only display their address as the system doesn't know anything else about them. **Attachments** uses a [file upload](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#attaching-files) field for adding up to 8MB of file attachments to the email message.

Email messages are sent in multi-part format so that they support both text and HTML email programs. The HTML version can be customised with a basic branded template for end users based on the overall site configuration. {% hint style="info" %} Contact Help Desk if you need any help configuring the HTML email template styles or branding. {% endhint %}

Example of a delivered email with a high priority and the request acknowledgement option turned on

### SMS Message Details This section opens when the SMS box is ticked under [Formats](#formats) in the [Recipient](#recipients) section. It functions similarly to an text messaging platform in that you will find a **Message** field which is sent as a simple text message.

Like the phone that receive them, the system supports a single message containing only standard English characters (ASCII) can be 160 characters long. Once the message exceeds the single message limit, it is split into parts. These parts are sent separately by the network and re-combined by the end user. This doesn't affect the experience of recipients, however it has an impact on your organisation's costs. Additionally, telecommunication infrastructure has a limit of 5 message parts per message. {% hint style="info" %} The full message includes additional text beyond the ‘message’ field. Use of special characters can reduce the first part of your message to just 70 characters. Keep your message short and plain to avoid higher message costs. {% endhint %} The message can contain unicode characters such as emojis (🍕), symbols (♹) or non-English or accented characters (á). For these types you will need to copy and paste into the Message field. Note that unicode characters take up more of the single message quota and may cause short messages to be sent in multiple parts. To help identify long messages, you'll be given a warning with an estimate of the number of message parts needed to send it.

If your message is longer than the size of a single SMS, the message will be split into multiple parts by the telecommunication provider. Each message part is charged a separate message, even though modern phones recombine them to display the single, long message to the recipient. This behaviour is due to technical limitations with SMS technology itself. SMS messages generated from this module can contain more characters than your main message entered into the message box, based on other options you select. * By selecting a priority other than “normal”, a unicode symbol is prefixed to the message * By selecting an acknowledgement, additional text is added to instruct the user how to acknowledge, and a short link is also added into the message. * A footer text can be configured based on your site to sign off each message, e.g. “Sent from Your Organisation” {% hint style="info" %} Send a test message to yourself with the above options enabled to get familiar how a full message will look to end users. Contact Help Desk if you need any help configuring the footer text. {% endhint %} SMSs are billed per message *part*. Refer to your subscription plan for your cost per SMS. This means the total billing for an SMS Communication is: *cost = \[cost per SMS] x \[number of message parts] x \[number of recipients]* Example: at 8.5c per SMS with 35 recipients and 3 message parts, the total cost will be $0.085 x 35 x 3 = $78.93 {% hint style="info" %} Your subscription may include a number of un-charged messages to cover low-use scenarios. This inclusive amount may vary based on the licensing agreement, so contact your account representative for your plan’s details if you don't know them. {% endhint %} ### Sending The Sending section outlines the rules for the Communication including: * What stage the Communication is in and when to send it * The Priority of the message * Any accepted responses including acknowledgements #### Status Status is used to indicate the current workflow stage of the Communication.

Overview of Communication workflow (Draft=Save as Draft and Resend=Reopen)

Status	Next available steps	Notes
Save as Draft	Send Later, Send Now, Cancelled	Used for Communications which are not ready to be sent. All new Communications begin with this status.
Send Now	[Sending/Sent, Cancelled, Failed, Partially Sent] Automatically set by system	Requests the system to send the message
Send Later	Save as Draft, Send Now, Cancelled	Requests the system to send the message at the Time to send
Sent	Reopen	System has sent the communication (does not indicate that it has been delivered). Settings cannot be modified unless Reopened.
Sending		System is currently sending the Communication (this status should only be visible momentarily if everything is working properly)
Failed	Send Now
Partially Sent		Communication has been sent to some but not all recipients (can be for a number of reasons - refer to Delivery Report)
Cancelled	Save as Draft	Use if Communication is no longer needed (record is still kept accessible from All filter)

#### Time to Send This field is used to schedule Communications and is only available when the [status](#status-1) of Send Later is used. Use the [date/time selector](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#selecting-dates) to schedule the Communication. The system will send the communication automatically when the Time to send is reached. Scheduling is based on local time where possible.

Setting the Time to Send for a Sent Later Communication

#### Priority This field records the priority of the Communication. All Communications are set to Normal by default. Use this to inform recipients of the importance of the message. Email subject lines and SMS messages are prepended with the symbol depicted next to the priority option. For email deliveries, the dispatched email is also assigned a priority ‘header’ matching the priority specified, however it should be noted that many email clients no longer honour this header. Note that this will use up some of the allocated characters for an [SMS message](#sms-message-details) part.

#### Options This section is used primarily to control how recipients can provide feedback.

**Include opt-out** includes a link for recipients to opt-out of receiving future messages at a specific address. If a recipient selects an opt-out link in a message they have received, the address associated with that message is added to a global opt-out suppression list. Recipients who opt-out will be highlighted on the [Delivery Report](#delivery-report) with a ‘struck out’ red style along with a Delivery status of Opted Out, and future messages won’t be delivered to the address.

{% hint style="info" %} Administrators can still opt recipients back in by removing the suppression list setting. {% endhint %} **Ask recipients to acknowledge the message** activates one of two options. By itself, it will include a ‘Click to Acknowledge’ link for recipients to flag that the message has been received and understood. Recipients who acknowledge the message by clicking the link will appear with a status of Acknowledged in the [Delivery Report.](#delivery-report)

How it looks to users who click the ackowledge link

**Ask recipients to respond to one or a pair of options** is a second option available for acknowledgement. In this case recipients are offered a pair of options to select from. These are set in the **Response Option 1 Value** and **Response Option 2 Value** fields. If a single response (such as Available) is required, you can fill in just option 1. However if you want to offer two options (such as Available or Unavailable) then set both. The Delivery Report will display the in the Response column.

Options for asking recipients to acknowledge the message

### Classification Refer to: [Editing Items: Classification](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items#classification) This section is used to record the Event, Region and any [tags](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/tagging-items) you wish to use. Tags are useful to recall specific communications. ### Administrative #### Save this item as a template This setting can be used to create a template with presets which can be copied and re-used. For example you may send a monthly newsletter that has similar sections/content and send to the same distribution list. A template can help with this.

#### Message Delivery Progress Use this link to run the [Communications Message Delivery Report](#reports) just for this Communication. ### Activity Refer to: [Viewing and Opening Register Items: Activity](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/viewing-items#activity) ## Updating Communications {% content-ref url="../concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items" %} [editing-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/editing-items) {% endcontent-ref %} *Communications* are updateable when they are in the [status](#status-1) of *Save as Draft* or *Send Later*. Once they are *Sent* they can only be updated if the status is set to *Reopen*. When updating *Communications*: * Add notes on your edits in the [Record Notes](#record-notes) field * Complete each section of the [Settings](#register-item-settings) as required. Note that some options may open up new sections to complete. * You can add or change the formats, adding Email or SMS, however you must complete the respective sections ([Email Message Details](#status) and [SMS Message Details](#sms-message-details)) if you do. * Add or remove [Recipients](#recipients-1) as required. You may need to Refresh the Delivery Report list when doing so. * Change the Status to reflect the current Sending stage. When you're ready to send, set it to *Send Now* or *Send Later* (note that once set to *Sent* you won't be able to edit unless you set the status to *Reopen*) * Set the [Priority](#priority) if the importance of the message changes and [Options](#options) if you require an acknowledgement * If you want to use this Communication again, consider [creating a Template](#save-this-item-as-a-template) from it before sending and [Create a Copy](#bulk-actions) and sending that instead

Updating an Email Communication in Draft

## Adding Communications These are the main ways to add a Communication: 1. [From the Communications register ](#from-the-communications-register) 2. [From another register](#from-a-template) 3. [From a Template](#from-a-template-1) ### From the Communications Register {% content-ref url="../concepts-and-fundamentals/on-a-computer/using-the-datagrid/adding-items" %} [adding-items](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/adding-items) {% endcontent-ref %} 1. From the register, in the New item menu select the **New Communication**

button (or drop down the list from any other register and select it) 2. Complete each section of the [Settings](#register-item-settings) as required, in particular: 1. Add a Topic 2. Select one or both [Formats](#formats) (Email or SMS) 3. Select one or more [Recipients](#recipients-1) 4. To send now, set the Sending [Status](#status-1) to *Send Now*. To send later set the status to either *Save as Draft* or *Send Later.* 5. Set a [Priority](#priority) and any Response [Options](#options) 3. Save

### From another Register You can create communications from another register using the the [Send Communication Bulk Action](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions). Refer to the [compatible registers](#registers) list. ### From a Template To add from a Template using existing settings, first you will need to have created a template from an existing Communication using the **Save this item as a template** setting in the Administrative section. 1. Find the existing template you want to add from. You can find existing templates more easily using the DRAFTS > Templates [filter](#filters). 2. In the [Bulk Actions](#bulk-actions), select *Create a Copy.* This will create a new Draft Communication with the same settings as the template. 3. Open and edit the copied item. You can find th using the DRAFTS > Drafts [filter](#filters). 4. Complete the Settings and Save ## Sending Communications To send a Communication: 1. Find and Open the Communication 2. Ensure that the [Settings](#settings) are completed correctly 3. Set the Sending [Status](#status-1) to *Send Now*. To send later set the status to either *Save as Draft* or *Send Later.*\ ![](https://3923904090-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FNy7IznbrPLUq6GJDDQDk%2Fuploads%2FOdvId4nthr2kgtVJEKoh%2Fimage.png?alt=media\&token=83f5b221-3c01-4922-853d-106db72b3c43) 4. Save

## Bulk Actions {% content-ref url="../concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions" %} [bulk-actions](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions) {% endcontent-ref %} The following additional bulk actions can be performed via the Actions menu: | Action | Description | | ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Copy IDs | Refer to: [Copy IDs](https://docs.cw.crisisworks.com/concepts-and-fundamentals/on-a-computer/using-the-datagrid/bulk-actions#copy-ids) | | Bulk Edit |

Refer to: Bulk Edit

Changes the Status (for example to Send Now in bulk) or add Notes

| | Export message deliveries to Report |

Refer to: Export to Report
Exports to Communication Message Deliveries Report

| | Export message statistics to Report |

Refer to: Export to Report
Exports to Communication Message Deliveries Report

| | Create a Copy |

Refer to: Create a Copy
Creates a copy of the Communication including all the settings.
Use this for Adding New Communications from a Template

| ## Reports {% content-ref url="../system-administration/reporting/running-reports" %} [running-reports](https://docs.cw.crisisworks.com/system-administration/reporting/running-reports) {% endcontent-ref %} Reports available for *Communications* include: * Communication Message Deliveries (also available as a [Bulk Action](#bulk-actions)) * Communication Message Statistics * Communication Message SMS Billing